Help Desk Team Leader | Network Solutions

About the Role

The leader will oversee the Proactive Support team within the Helpdesk. They will lead their team to drive critical deliverables, ensure execution of services, and partner with product team to support and improve branch and associate technologies and experiences. This leader will have key responsibility for driving improvement initiatives and ensuring resolution of branch issues.

The successful candidate will have technical abilities centered on voice and data technologies, data analytics, process design capabilities using continuous improvement methodologies and operational excellence processes based on best practices or ITIL processes.  Additionally, the candidate should have a strong understanding and knowledge of network infrastructure and leadership.

Essential Functions and Primary Duties

Lead teams of support associates focused on the Branch and Home Office network and voice hardware, software, processes, and technologies 

Develop and maintain effective organization of responsibility, including efficient recruiting, training, performance standards, delineation of duties and responsibilities, forecasting and supervision

Establish and maintain effective communications and relationships across teams, departments, countries, vendors, and other divisions

Must be able to establish and maintain effective relationships with vendors while aligning to the firm’s objectives

Hold teams accountable through data analytics

Align team activities, strategies, responsibilities, and objectives with the firm’s strategic direction while ensuring prudent use of the firm’s financial resources

Provide leadership, development, and mentoring to associates through examples and timely feedback and performance measurement

Build, develop and manage a team capable of carrying out operational strategies needed while improving employee, client, and vendor relationships

Supervise and manage overall performance of assigned associates

Continue to spend a significant amount of time performing individual tasks related to the success of the team

Act as a liaison between CBIZ associates and the client

Responsible for staffing, performance management and disciplinary action for assigned team

Create and exhibit a sense of ownership for developing efficient operations and identifying opportunities for continuous growth

Handle the escalations for assigned team

Create and update procedures and documentation to improve efficiency and effectiveness

Train associates in new activities, policies, technical systems, and procedures

Lead and attend department meetings, team meetings, and 1:1s with assigned associates

Complete performance reviews and make salary recommendations for assigned direct reports

Assume responsibilities for related duties as assigned

Preferred Qualifications

Bachelor's degree preferred

Experience managing large teams in a remote capacity

1 year in leadership (mentoring associates, project leadership, contact center leadership)

Minimum Qualifications

• High School Diploma or GED required
• Minimum of 3 years’ experience directly related to technical support of information systems technology

CBIZ Inc. is a leading professional services advisor to middle market businesses and organizations nationwide. With unmatched industry knowledge and expertise in accounting, tax, advisory, benefits, insurance, and technology, CBIZ delivers forward-thinking insights and actionable solutions to help clients anticipate what's next and discover new ways to accelerate growth. CBIZ has more than 10,000 team members across more than 160 locations in 22 major markets coast to coast.

CBIZ strives to be our team members' employer of choice by creating an environment where team members are appreciated, recognized for their contributions, and provided with opportunities to grow, both personally and professionally, throughout their careers.

Together, CBIZ and CBIZ CPAs are ranked as one of the top providers of accounting services in the United States. CBIZ CPAs is an independent CPA firm that provides audit, review and attest services, while CBIZ provides business consulting, tax and financial services. In certain jurisdictions, CBIZ CPAs operates under its previous name, Mayer Hoffman McCann P.C.